Saying the Quiet Parts Loud: UX Research for Innovation
Developing a new product or service is full of choices and tradeoffs regarding who to design for, problems to solve, and best solutions. Identifying opportunities and innovations that are good for business and people requires research to expand to bigger questions than “can the target user understand the product?” We need to ask: Who’s voices are we listening to in product and service design? Where are the silences, absences, and gaps in our perspective that might help us understand and mitigate potential unseen harms and risks and find hidden opportunities? This talk discusses the impact of “saying the quiet parts loud” with examples from enterprise and b-2-b research and provides you with questions to ask during your process and tools to conduct research that encompasses exclusion.